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Compliance Auditor, Quality Control, Bankruptcy Sme Resume

SUMMARY:

Specialized executive with expertise in leadership, management and training, regulatory and bankruptcy law compliance, process planning and implementation, and streamlining operations. Strategic analysis and broad industry knowledge will successfully navigate corporations through periods of accelerated growth. Collaborative communicator continually focused on building solid relationships with customers, peers, and direct reports, and across business lines to drive process improvement and enhanced profitability.

AREAS OF EXPERTISE:

  • Customer Experience
  • Process Design & Implementation
  • KPIs, Overall Metrics
  • Negotiation & Partner Buy In
  • Operational Strategy & Planning
  • External Communications
  • End to End Loan Servicing
  • Staff Training & Personnel Mgmt.
  • Root Cause; Data Analysis

PROFESSIONAL EXPERIENCE

Confidential

Compliance Auditor, Quality Control, Bankruptcy SME

Responsibilities:

  • Ability to understand myriad forms of commercial real estate documentation job critical. Prepping documents and files for go - forward success as various projects come to an end.

Confidential

Compliance Auditor, Quality Control, Bankruptcy SME

Responsibilities:

  • Payment history forensic accounting; intensive four month solo project. Subject Matter Expert on all aspects of bankruptcy loan servicing including all chapters, all aspects from filing to payment application to credit reporting.
  • Created, maintained, and disseminated preferred language for compliance reviews; produced weekly reporting to client.

Confidential, Jacksonville, FL

Regulatory Relationship Manager

Responsibilities:

  • Liaised between the bank and eight Attorneys’ General offices, and the Chapter 13 Bankruptcy Trustees within the Department of Justice, as well as state and federal elected officials, before and after the historic National Mortgage Settlement of February 2012.
  • Partnered with other business lines to provide outstanding service including Foreclosure, REO, Bankruptcy, Customer Service, Loan Modification, Executive Resolution, and external law firms and government agencies.
  • Worked closely with external counsel to settle with bankruptcy debtors in court.
  • Monitored staff caseloads and helped move constituent inquiries to resolution.
  • Provided tours of bank events to state and federal representatives to highlight Bank outreach efforts.

Confidential, Jacksonville, FL

Home Loan Servicing Compliance Officer

Responsibilities:

  • Developed, updated, and maintained testing scope and checklists to define, clarify, and measure compliance risks.
  • Assessed home loan servicing risks and conveyed results in databases and created an audit trail.
  • Researched and collated procedures from line of business that support specific testing goals, created and ran the quality and reporting website, and did all internal reporting to senior management.
  • Performed transactional and quality testing analysis to clarify findings.

Secured Email Supervisor/Employee Loan Modification Supervisor

Confidential

Responsibilities:

  • Led secured email initiative from inception to smoothly functioning process in 8 weeks.
  • Developed processes and tools to benchmark and track secured email and Employee Loan Modifications.
  • Created quality tracking mechanism and reporting matrix, as well as incentive goals, based on workflow and random audits.
  • Identified process gaps and implemented and tracked actions to completion.
  • Managed end-to-end loan modification processing and supervised representatives answering email queries regarding customer loan modifications.
  • Created all processes and procedures to handle employee loan modifications. S erved as Home Loan Servicing point of contact for Confidential redesign for loan modifications.

Executive Resolution Supervisor

Confidential

Responsibilities:

  • Managed team of ~ Confidential analysts, including performance reporting, workload balancing, and personnel issues. Ensured company followed regulatory and business guidelines.
  • Investigated customer allegations and suspected fraudulent activity.

Confidential, Jacksonville, FL

Quality Control Analyst

Responsibilities:

  • Coordinated with on-site counsel to ensure bankruptcy and state and federal laws are followed.
  • Designed and implemented 5 - 6 training programs to increase production floor quality and efficiency.
  • Revised and signed off on all outbound written customer communications to ensure clarity of text and federal legal compliance.
  • Maintained database showing production and performance standards by day, week, and month.
  • Performed root cause analysis on issues, both internal and customer-facing, to ensure best practice application.

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